Enterprise Support Advisor
PURPOSE AND OBJECTIVES
SAP Enterprise Support, the industry-leading proactive support offering, delivers all features of
SAP Standard Support and additionally focuses on business continuity, business process
improvement, protection of investment and reducing total cost of operations (TCO) by helping
customers to increase efficiencies and to decrease system downtime. This support offering is
provided through SAP Active Global Support (AGS), an organization that empowers companies
through knowledge transfer and access to standards and best practices.
SAP Enterprise Support model provides tools, processes, and services that enable continuous
improvement, holistic application lifecycle management for continuous innovation, business and
operational process improvements, and levers to address TCO. The Support Advisory Center is
the mission critical unit that guides Enterprise Support customers on this journey.
EXPECTATIONS AND TASKS
Remote support for Top-Issues acting as an additional escalation level, enabling 24X7 root
cause analysis for problem identification and action plan definition together with the different
SAP support backbone teams part of Active Global Support.
Provide initial assessment or setup service including Enterprise Support readiness check.
AT SAP, YOU CAN IMPACT
THE WAY BUSINESS IS RUN
Continuous Quality Check service delivery planning in collaboration with Enterprise Support
customers, including scheduling and delivery coordination.
Provide SAP Enterprise Support Report or Service and Support Report.
Perform remote primary certification of the SAP Customer Center of Expertise.
Assist customer in enabling the End-to-End Solution Operations standards.
Employment Type
Regular Full Time, Full time
Job Location
Dublin 24, Dublin
Ireland
Provide assistance to customers during critical project and operational milestones in the
application lifecycle.
Actively drive the communication and follow up with the customer on the functional and
technical level.
EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES
This role could be suitable for either a recent Graduate or with 1-5 years of experience.
Substantial IT Knowledge and good grasp of SAP solutions.
Fluency in English.
Knowledge of SAP Products and Technology preferred.
Ability to quickly gain insight into the customers’ solution landscape and business processes
with excellent business process knowledge.
Team worker to collaborate with senior customer IT Managers, Account Executives, as well
as with SAP Global Service and Support lines of services.
Excellent customer management skills with strong Customer facing experience.
Ability to judge customer situations and projects regarding implementation success with
reference to strategic support planning.
Create commitment to and enthusiasm for the accomplishment of challenging objectives
across diverse topics and teams.
Presentation, communication, and conflict management skills.
Strong interpersonal skills and assertiveness.
Systematic, communicative, and creative focus.
SAP is the global market leader for business software and thus contributes a considerable part of the world's economic power grid. At SAP you
get your chance to put your ideas into action with maximum impact.
Please note that SAP only accepts applications submitted via our online recruiting system. Individuals with disabilities who require a reasonable accommodation in the job application process
should contact HR Direct (Americas: hrdirectamericas@sap.com, APJ: hrdirectapj@sap.com, EMEA: careers@sap.com)
EEO m/f
Enterprise Support Advisor
Ability to be motivated by daily customer contact and to remain calm under pressure.
Provide late shift support.
AT SAP, YOU CAN IMPACT
THE WAY BUSINESS IS RUN
Employment Type
Regular Full Time, Full time
Job Location
Dublin 24, Dublin
Ireland
SAP is the global market leader for business software and thus contributes a considerable part of the world's economic power grid. At SAP you
get your chance to put your ideas into action with maximum impact.
Please note that SAP only accepts applications submitted via our online recruiting system. Individuals with disabilities who require a reasonable accommodation in the job application process
should contact HR Direct (Americas: hrdirectamericas@sap.com, APJ: hrdirectapj@sap.com, EMEA: careers@sap.com)
EEO m/f